Job Description
IT Service Manager Expert
Gosselies, Belgium
Full-time | Hybrid | T&M Contract
Start Date: 1 June 2026
Application Deadline: 21 May 2026
Contract Duration: 6–12 months (renewable)
We are looking for an experienced IT Service Management Expert to support and strengthen ITSM operations within a complex enterprise environment.
In this role, you will act as a senior consultant within the ITSM Center of Excellence, focusing on Incident, Problem, and Change Management processes. You will play a key role in operational stability, Major Incident coordination, continuous improvement, and the development of a mature Problem Management practice.
Key Responsibilities
Incident & Major Incident Management
Supervise end-to-end Incident Management processes
Coordinate multi-team and vendor incident resolution activities
Ensure ticket quality, classification, prioritisation, and SLA/OLA compliance
Lead Major Incident Management activities:
Open incident bridges within defined timelines
Coordinate stakeholders and technical teams
Manage communications during incidents
Conduct Post-Incident Reviews (PIRs)
Drive actionable follow-up plans
Problem Management
Design and implement a mature Problem Management framework
Define workflows, governance, RACI models, and escalation criteria
Introduce and facilitate RCA methodologies:
5 Why
Ishikawa
Pareto
A3 analysis
Build and maintain a Known Error Database (KEDB)
Promote Knowledge-Centered Service (KCS) practices
Establish Problem review rituals and prioritised backlogs
Define and track Problem Management KPIs and reporting
Change Management
Coordinate standard, normal, and emergency changes
Facilitate CAB and eCAB meetings
Assess risks, dependencies, success criteria, and rollback plans
Monitor change success rates and post-implementation reviews
Identify conflicts and propose freeze windows when required
Continuous Improvement & Reporting
Develop and improve ITSM dashboards, KPI frameworks, and reporting
Improve data quality and governance within ITSM processes
Implement automation opportunities within the ITSM platform
Facilitate operational review meetings and continuous improvement initiatives
On-call Incident Management
Participate in Incident Management rotation schedules
Respond to Priority 1 and Priority 2 incidents within defined SLAs
Coordinate restoration activities during critical incidents
Required Experience & Skills
ITIL Foundation certification
Minimum 7–10 years' experience in IT Service Management
Strong experience in:
Incident Management
Major Incident Management (MIM)
Problem Management
Change Management
RCA/PIR facilitation
CAB/eCAB coordination
Experience building Problem Management practices from low maturity environments
Experience with ITSM tools such as:
ServiceNow
Jira Service Management
4me
Knowledge of observability concepts (logs, metrics, traces)
Strong understanding of SLAs, OLAs, governance, and operational processes
French proficiency at CEFR C2 level
English proficiency at CEFR B2 level
Nice to Have
ITIL Managing Professional certification
Experience building KPI frameworks and operational reporting
Knowledge of CMDB management
Experience with automation within ITSM platforms
Experience facilitating workshops and coaching operational teams
Candidate Profile
You are:
An influential ITSM expert with strong stakeholder management skills
Comfortable working in high-pressure operational environments
Strong in facilitation, coaching, and continuous improvement
Analytical and data-driven in decision-making
Experienced in enterprise-scale IT operations and governance
Proactive, structured, and solution-oriented
Able to work autonomously while collaborating across multidisciplinary teams
Work Environment
Hybrid working model with remote flexibility
Minimum 2 days onsite per week in Gosselies
Participation in on-call Major Incident rotations required
Opportunity to shape and mature enterprise ITSM practices
Dynamic enterprise environment focused on operational excellence and service reliability
